I have to admit this was the worst hotel experience ever, in my life - and I spend over 100 nights a year in hotels, mainly Marriotts.
During my stay at this hotel, there were several hundred teenagers also there for an event, apparently occupying more than half of the hotel guest rooms. I was given a guest room on the Concierge floor...typically reserved for business travelers. When I checked in, I specifically asked if there were any teenagers booked in rooms on the Concierge floor to assess if I would expect any noise, and I was told twice that it would not be a problem - the teenagers were not on that floor. (I would have been happy to check into another hotel if they had given me a reason to suspect there would be a problem.)
At about 9pm, the nightmare began. There was a room full of teenagers partying in the adjacent room to which my room had a connecting door. I waited about 30 min before calling the front desk. Securty came up to investigate - and the noise continued as soon as they left. Another half hour later, the party got louder so I called again. I was told that an "adult" chaperone would be notified. Again, no resolution. The party might have as well be in my room - because that is what it sounded like. Another hour later - after 11pm, tired and frustrated, and ready to pack my bags and leave, I called the front desk a third time. This time a night manager took my call and was mortified that the problem was not resolved and she was forthright with me about what was going on - the first time I called down to the front desk, I wasn't given the truth. The night manager immediately came up to the adjacent room and broke up the party; things quieted down close to Midnight.
As it so happens, the connecting room was a large lounge that had been reserved by a chaperone - supposedly for use by other adults. That chaperone was then given a bedroom, non-connecting, on the other side of the party room.....rather than being given the room that I was in. I can't fault the kids for being kids - if you put a group of teeenagers in a hotel room without proper supervision, you can fully expect noise.
The parents/chaperones are largely at fault here. The mistake the hotel made was putting a Platinum Elite business traveler next to a lounge/party room. I recognize they were booked solid, but I'm a loyal Marriott customer and didn't expect to get the last room in the hotel when I checked in at 6pm, which I was told was the case. Also, the chaperone's guest rooom should have been the room that I was placed in with the connecting door since they were participating in the party. I'm not a hotel guest services agent but that seems the obvious thing to do.
To make matters worse, I had no hot water in the morning. I went out of my way to speak to the hotel general manager the next day, and he seemed annoyed that I would even bother him. I got a flippant, canned response from him and he offered to block the "party" room in my name for my second night stay and give me a key for access. He also comped my first night stay, which my employer benefitted from, not me. It was quiet the second night, and the hot water problem was successfully resolved; I never did get the key to access the lounge room but quite frankly, I didn't care at that point - I just wanted a good nights sleep, with no other guests next door, which I got.
Save for a couple staff which tried to make the situation right, namely the night manager, I would have given this hotel 1 star rating. I was also credited 3000 points for my inconvenience, but that pales in comparison to the disruptive experience itself, and I've been credited much larger point amounts for far lesser infractions. I understand that the hotel was in a difficult situation with such a large proportion of teenage guests, but some serious lapses in judgment were made during the room booking process, and the noise complaints were not handled properly the first two times that I called the front desk.
Aside from the noise situation, I'll comment on a few other things in an attempt to give a fair review. The concierge lounge is a nice size with good options for snacks and beverages. The fitness center is well equipped, and the common areas are comfortable. I ate several meals in the restaurant lounge during my stay, and in every case the food and the service were very good.
- Official Description (provided by the hotel):
- Free Wi-Fi in all rooms and public space. NEW LOBBY with latest design communal work spaces and enhanced menus with craft bar service. Full retail store on-site selling sundries and finer goods. Breakfast included in some rate plans. Fold-out single size sleeper chair in all king rooms. Riverparks and running trails nearby. Free Casino shuttle available to River Spirit casino nearby for groups of ten or more. Walk to Oral Roberts University and many 24/7 restaurants plus shopping nearby. Sports Bar on-site. Full service European style Spa Southern Hills Day Spa and Ross Edward Grand Salon for Hair both on-site. State of the art fitness center with indoor pool, whirlpool and rooftop sundeck ... more less
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- Also Known As:
- Tulsa Marriott Southern Hills Hotel Tulsa
- Marriott Tulsa